🛠️ Summer Cheat Sheet For MS Users
Frequent Help Requests & Common Mistakes
Frequent Help Requests
| Type | Issue | Cause |
|---|---|---|
| 📦 Order / Payment | $0 Orders / Missing Total | Misconfigured product fields or conditional logic |
| 📦 Order / Payment | Payment feed misconfiguration | Payment feed settings incomplete or incorrect |
| 📑 Forms | Confirmation emails not sending | Notification logic not set up correctly |
| 📑 Forms | Notifications going to spam | Unverified sender email address |
| 📑 Forms | Submission errors (misconfiguration) | Required fields missing, bad conditional logic |
| 📑 Forms | Waivers not saving or displaying | Gravity View config missing or form feeds unmapped |
| 👥 Member Management | Members not added after submission | Field mapping errors, duplicate emails, or missing feed |
| 👥 Member Management | Waitlist entries missing in dashboard/accounts | Feed not activated or form mapping incomplete |
| 📧 MemberMail Campaigns | Campaigns not saving | User exited without saving draft |
| 📧 MemberMail Campaigns | Scheduled campaigns not sending | Scheduling settings incomplete |
Frequent Help Requests
📦 Type: Order / Payment
Issue: $0 Orders / Missing Total
Cause: Misconfigured product fields or conditional logic
📦 Type: Order / Payment
Issue: Payment feed misconfiguration
Cause: Payment feed settings incomplete or incorrect
📑 Type: Forms
Issue: Confirmation emails not sending
Cause: Notification logic not set up correctly
📑 Type: Forms
Issue: Notifications going to spam
Cause: Unverified sender email address
📑 Type: Forms
Issue: Submission errors (misconfiguration)
Cause: Required fields missing, bad conditional logic
📑 Type: Forms
Issue: Waivers not saving or displaying
Cause: Gravity View config missing or form feeds unmapped
👥 Type: Member Management
Issue: Members not added after submission
Cause: Field mapping errors, duplicate emails, or missing feed
👥 Type: Member Management
Issue: Waitlist entries missing in dashboard/accounts
Cause: Feed not activated or form mapping incomplete
📦 Order / Payment
$0 Orders / Missing Total
📦 $0 / Missing Totals — Quick Fix
If your form submits with a $0 total or no total displays, it’s typically caused by missing fields or calculation errors.
✔️ For Payment Forms:
- Ensure the form has Product, Total, Email, and Credit Card fields.
- Verify in the Feed Billing Details that Email is Required. See image.
- Confirm the Payment Feed is active in the form settings.
✔️ For Calculation Issues:
- Use a Number field with a subtotal calculation if a Total field isn’t available.
- Note: Only Product fields count toward the Total.
✔️ Quick Troubleshooting:
- Confirm all required fields are present and properly configured.
- Verify calculations are correct.
- Test the form to confirm totals display and charge as expected.
📖 Click here for step-by-step instructions on setting up a form to properly take payments.
📦 Order / Payment
Payment Feed Misconfiguration
💳 Accepting Credit/Debit Payments via Forms
To collect payments through your forms, first link your ECRYPT account (one-time setup), then configure each form you intend to use for payments.
✅ Payment Setup Steps:
- Add Credit Card Fields:
In the form editor, open Pricing Fields, add Credit Card, and mark it Required. - Create an ECRYPT Feed:
Go to Forms > Settings > ECRYPT Payments, click Add New, then:- Set Transaction Type to One Time Payment
- Choose Credit Card as the Payment Method
- Set Payment Amount to Form Total
- Leave Payment Token as Select a Field
- Optional: Map billing fields or apply conditional logic if needed.
- Save Settings and Test:
Always run a test transaction to confirm it connects to your ECRYPT account.
📖 Step-by-Step Guides:
📦 Order / Payment
Confirmation Emails Not Sending
📨 Confirmations & Notifications Overview
When a form is submitted in Gravity Forms, two things happen:
- Confirmation: A message appears on-screen for the member after submission. You can customize this under Form Settings > Confirmations.
- Notification: An email alert is sent to admins or other recipients. Manage this under Form Settings > Notifications.
✏️ Quick Notes:
- Use
{admin_email}to send to your admin address. - Always set From Email to
[email protected]or your club’s domain email. - Avoid using personal or third-party emails like Gmail for sending notifications — this causes delivery issues.
- You can BCC additional emails and customize the subject line with
{form_title}.
📑 Forms
Notifications Going to Spam
📧 Why Notifications Go to Spam or Get Blocked
Gravity Forms notifications can land in spam or get blocked due to how the From Email is configured and how email servers verify senders.
⚠️ Common Causes:
- Using personal emails like Gmail, Yahoo, or Outlook as the From Email.
- Mismatched sending domain and From Email domain.
- No verified domain or missing SPF/DKIM email authentication records.
✅ Best Practice:
[email protected]- or your club’s verified domain address like
[email protected]
💡 Pro Tip:
The To and From addresses can be the same — but doing this increases the risk of spam filtering. To avoid issues, always use a verified no-reply address for the sender.
📑 Forms
Submission Errors
(Misconfiguration)
🚫 Submission Errors & Form Misconfiguration
Submission errors or forms not working as expected often result from misconfiguration.
- Gravity Forms complexity: Powerful but complex, requiring 3+ hours to build and properly configure.
- Feed not properly linked: Ensure the User Registration feed and payment feeds are correctly set up and active.
- Missing or incorrect pricing/product fields: Payment forms must include product, total, and credit card fields.
- Payment processor integration: Ecrypt feed must be added and configured to accept payments correctly.
- Forms not appearing in Member accounts: Gravity Forms submissions do not automatically show in Member Splash accounts unless integrated.
- Insufficient testing: Always test forms fully with test accounts and payment info before launch.
📖 Learn more in the official guide: Forms Overview
📖 Download prebuilt form templates here: Member Splash Form Templates
📖 Get started with Gravity Forms: Gravity Forms Getting Started
📖 Gravity Forms User Community: Gravity Forms Community
📖 Gravity Forms tutorials and blog: Gravity Wiz Blog
📖 Gravity Forms training courses: Gravity Guide Training
📖 Gravity Perks suite of tools included: Gravity Perks
📑 Forms
Waivers Not Saving
or Displaying
📑 Waivers Not Saving or Displaying — Quick Fix
If waiver forms aren’t showing in member accounts or at the Check-In screen after submission, it’s usually caused by missing required fields or an inactive Waiver Feed.
✔️ Waiver Form Requirements:
- Form must include a Member Splash: Acct # (Hidden) field.
- Form must include either a Consent or Terms of Service field.
- The form must have Waiver Form? enabled under Settings > Form Settings > Member Splash Options.
- An active Waiver Feed must be set up for the form.
✔️ Annual Waiver Renewals:
- Duplicate the previous year’s waiver, edit the form title, year, and fields as needed.
- Deactivate the old waiver form to avoid confusion.
- Create an optional Account Tag Feed to mark accounts that have completed the waiver.
📖 Related articles for full guides:
👥 Member Management
Members Not Added
After Submission
👥 New Members Not Showing Up — Quick Troubleshooting
If new applicants submit a Wait List / New Membership Application Form but aren’t showing up in your Member Splash system, it’s typically caused by form setup issues or account type filtering.
✔️ Confirm the Account Was Created
- Check Forms → Entries for a record of the submission.
- Ensure required fields (Name, Email, Account Type) are completed.
- If it’s a payment form, verify the Product, Total, and Credit Card fields exist and Payment Feed is active.
✔️ Use the Correct Account Type Filter
- New members are created with Account Type: Waitlist.
- Filter by Waitlist under Membership → Accounts to see them.
✔️ Move Members to Active Membership
- Select Waitlist accounts.
- Use Bulk Actions → Change Account Type to promote them to Offered Membership or your active type.
- Notify applicants once moved.
📖 Helpful resources:
👥 Member Management
Waitlist Entries Missing
in Dashboard/Accounts
📝 Why Waitlist Entries Might Be Missing in Dashboard / Accounts
New members completing your Waitlist or New Membership Application Form might not show up in Member Splash for several common reasons:
- Incorrect or broken User Registration feed mapping: Critical fields must be correctly mapped to Member Splash. Only Support can update this.
- Form edits causing errors: Changing required field names or dynamic population settings can stop account creation.
- Missing required form data: Applicants must complete all required fields like Email and Name.
- User Registration feed not active or linked: Form must have an active feed sending data to Member Splash.
- Default Account Type misconfigured: New accounts default to “Waitlist” account type—check your settings.
- Missing or incorrect dynamic population parameters: Fields like First and Last Name need exact parameter names (e.g.,
first_name). - Username and Password fields missing: Required for proper account creation and activation.
- Payment Status field misconfigured (optional): If used, must be set correctly to avoid issues.
📖 For detailed setup and troubleshooting, see:
Offering Membership to Your Wait List/New Membership
📖 Learn more about the critical User Registration feed and field mapping here:
Auto Waitlist Explained – User Registration Feed Mapping
📧 MemberMail Campaigns
Campaigns Not Saving
📧 Member Mail Campaigns Not Saving
Member Mail allows you to send email campaigns to your members using dynamic filters and a drag-and-drop editor—no third-party platform needed.
Common Issue: Campaigns often do not save when users leave or close the editor without clicking Save.
✔️ Tips to Prevent Data Loss:
- Save your campaign frequently while editing.
- Avoid closing or navigating away without saving your work.
- Watch for session timeout warnings and save before logging out.
📧 MemberMail Campaigns
Scheduled Campaigns
Not Sending
📧 MemberMail Scheduled Emails Not Sending
If your MemberMail campaign doesn’t send on its scheduled date, it’s usually due to one of these issues:
✔️ Common Causes:
- Missing or Invalid Segment: Every campaign needs an active segment selected. If none is assigned or it was deleted, the send won’t trigger.
- Unsaved Scheduling Settings: If you forgot to save the Send Date and Time, the campaign remains in draft mode.
- Session Timeout: Leaving a draft open too long without saving, or letting your admin login expire, can cause schedules to be lost.
- Incorrect Timezone Settings: The campaign relies on the site’s WordPress timezone setting. If it’s incorrect, sends may miss their intended window.
- SendGrid or Email Delivery Issue: If Member Splash’s email server (SendGrid) is unreachable or rate-limited, scheduled sends might silently fail.
- Empty Segment at Send Time: Segments are dynamic — if no members match your filters at send time, nothing will be delivered.
- Pending Draft Status: If your campaign is still marked as a draft when the scheduled time arrives, it won’t send. Make sure it’s marked as Scheduled.
